Customer Service Problem Management (CSPM) supports domain separation at the account level, ensuring that all customer data and problem cases are isolated by domain. This separation aligns with domain separation practices in Customer Service Management, enabling secure and organized handling of service problems across different accounts.

Key Features

• Runtime domain separation: The application enforces domain separation dynamically, affecting user interface, cache keys, reporting, rollups, and aggregations.
• Account-level data separation: Customer details and service problem cases are separated by account name, providing clear domain boundaries.
• Role-based domain access: Administrators can assign fulfillment agents and managers to specific domains, allowing them to work on service problem cases across accounts within their domain.
• Domain-separated tables: Multiple key CSPM tables such as Service Problem Case, Service Diagnostic Task, Service Resolution Task, and various test-related tables support domain separation to maintain data integrity and security.
• Domain value assignment: Domain values for CSPM objects are derived from related entities (e.g., accounts, companies, or users), ensuring consistent domain context throughout the application.

Practical Implications for ServiceNow Customers

• Service providers can securely manage service problems and customer interactions across multiple tenants without data leakage.
• Administrators gain precise control over user access and data visibility based on domain assignments, facilitating compliance and operational efficiency.
• Customers benefit from seeing relevant responses and updates within their domain, improving communication and service quality.
• By following domain separation guidelines, customers can implement CSPM in a way that supports complex organizational structures and multi-tenant scenarios effectively.